Episodes

  • United Breaks Guitars

    United Breaks Guitars
    Aug 13 2024
    Dive into the viral sensation that shook United Airlines in our premiere episode of "Your Customer is Speaking Up!". Host Brian unpacks the infamous "United Breaks Guitars" incident, where one musician's broken instrument led to a PR disaster costing millions. Discover how a single customer's voice, amplified through social media, can impact a brand's reputation and bottom line. Learn crucial lessons about active listening, empowering customer service teams, and the importance of swift problem-solving. Explore how modern tools can help businesses stay ahead of customer sentiment. Don't miss this eye-opening look at the power of customer experience in the digital age!
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    5 mins
  • Brewing Controversy: When Starbucks Stirred the Race Debate

    Brewing Controversy: When Starbucks Stirred the Race Debate
    Aug 14 2024
    Join our hosts Brian and Lily as they unpack the infamous Starbucks "Race Together" campaign of 2015. Discover how a well-intentioned initiative to spark conversations about race became a PR nightmare, and learn valuable lessons about brand sensitivity in today's social climate. From misreading customer sentiment to the power of social listening, this episode serves up a strong blend of marketing insights with a shot of controversy. Tune in to find out how your brand can avoid similar missteps and keep your finger on the pulse of customer opinion.
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    4 mins
  • Domino’s Pizza: The Recipe for a Turnaround

    Domino’s Pizza: The Recipe for a Turnaround
    Aug 15 2024
    In this episode of Your Customer is Speaking Up, we dive into the dramatic story of how Domino’s Pizza faced harsh criticism and turned it into a recipe for success. Discover how transparency, honesty, and truly listening to customer feedback helped Domino’s rebuild its brand and win back the hearts—and taste buds—of millions. Tune in to learn how negative feedback can be a powerful catalyst for positive change, and why embracing your faults could be the key to your brand’s next big breakthrough.
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    4 mins
  • From Ocean to Outfit: Adidas' Wave of Change

    From Ocean to Outfit: Adidas' Wave of Change
    Aug 16 2024
    Adidas made waves in the fashion industry by turning ocean plastic into stylish apparel. In this episode, we dive into the brand's sustainability journey, exploring how they listened to customer demands and transformed waste into wearable art. Discover the challenges they faced, the impact on their brand, and how you can leverage customer insights to drive positive change.
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    4 mins
  • Target's Bull's-eye: Hitting the Mark in the Digital Age

    Target's Bull's-eye: Hitting the Mark in the Digital Age
    Aug 17 2024
    In this eye-opening episode, AI hosts Brian and Jessica unpack the remarkable digital transformation of retail giant Target. From brick-and-mortar staple to e-commerce innovator, discover how Target's $7 billion gamble paid off, revolutionizing the shopping experience both online and in-store. Learn how Target blended cutting-edge technology with customer-centric strategies to not just survive, but thrive in the age of Amazon. We'll explore their game-changing moves like turning stores into fulfillment centers, leveraging private labels, and harnessing the power of data analytics. Whether you're a business owner looking to navigate your own digital transformation or a curious consumer wondering what goes on behind the scenes of your favorite stores, this episode offers valuable insights into the future of retail. Join us as we hit the bull's-eye on Target's digital success story!
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    9 mins
  • Navigating the 2024 Starbucks Crisis: Leadership Changes, Global Challenges, and Customer Experience

    Navigating the 2024 Starbucks Crisis: Leadership Changes, Global Challenges, and Customer Experience
    Aug 18 2024
    In this episode of Your Customer is Speaking Up, AI hosts Brian and Liam delve into the multifaceted crisis currently facing Starbucks in 2024. From political backlash and labor disputes to mobile app issues and long wait times, Starbucks is navigating a turbulent period. The discussion also highlights the challenges Starbucks faces in China, where fierce competition from local brands like Luckin Coffee is impacting sales. The episode explores Starbucks' strategic responses, including leadership changes with the appointment of Brian Niccol as the new CEO, and initiatives to enhance the customer experience and improve employee relations. Join us as we unpack these challenges and examine how Starbucks can turn the tide to maintain its position as a global coffee leader. Whether you're a business owner, a brand manager, or simply a Starbucks fan, this episode offers valuable insights into the complexities of brand management in today's dynamic market.
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    10 mins
  • From Showroom to Powerhouse: Best Buy's $39 Billion Comeback Story

    From Showroom to Powerhouse: Best Buy's $39 Billion Comeback Story
    Aug 19 2024
    In 2012, Best Buy was on life support, suffocating under the weight of e-commerce giants and changing consumer habits. Fast forward to today, and this big-box retailer isn't just surviving—it's thriving. How did Best Buy pull off this stunning $39 billion turnaround? In this episode, we dive deep into Best Buy's remarkable transformation from a struggling electronics store to a customer-centric powerhouse. Discover how visionary leadership, a focus on human connection, and a willingness to completely reimagine their business model saved Best Buy from the retail graveyard. You'll learn: How Best Buy turned its greatest liability—physical stores—into its secret weapon The innovative strategies that helped Best Buy not just compete with, but complement e-commerce Why investing in employees was the cornerstone of Best Buy's revival How a shift to services and subscriptions future-proofed the business The power of listening to customers in driving meaningful change Whether you're a business owner, a retail enthusiast, or simply love a good comeback story, this episode is packed with insights that will change the way you think about customer experience and business transformation. Tune in to uncover the lessons from Best Buy's journey that you can apply to your own business challenges. It's time to turn your blue-shirt problems into blue-chip solutions!
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    8 mins
  • The iPhone Slowdown Scandal: How Apple's Silence Sparked Global Outrage

    The iPhone Slowdown Scandal: How Apple's Silence Sparked Global Outrage
    Aug 20 2024
    In this episode of "Your Customer is Speaking Up," our AI host Brian delves into one of the most controversial moments in Apple's history: the infamous iPhone slowdown scandal. Discover how Apple's decision to secretly throttle older iPhones in the name of battery preservation backfired spectacularly, leading to a massive public backlash, lawsuits, and a rare public apology from the tech giant. We'll explore the lessons brands can learn about transparency, customer trust, and the importance of owning up to mistakes before it's too late. Tune in to uncover the story that shook one of the world's most trusted brands to its core.
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    8 mins